Twilio has announced that Delivery Hero, a leading global delivery platform, is utilising its communications technology to significantly reduce rider friction and improve customer reachability. By automating customer outreach at the point of delivery, Delivery Hero has achieved a 25% reduction in overall rider contact rates and over 60% fewer rider-to-agent escalations in “customer unavailable” scenarios.
Delivery Hero operates in approximately 70 countries and manages 11 prominent brands, including foodpanda and talabat. The platform handles over 10 million orders daily, making efficient last-mile communication crucial. Twilio’s technology addresses issues such as delays, language barriers, and privacy concerns by using automated calls from local numbers in the customer’s preferred language.
Philip Grefe, Product Manager at Delivery Hero, highlighted the importance of customer attention during delivery, stating, “If the final handover fails, everyone loses.” Twilio’s solution, built in Twilio Studio, allows customers to confirm availability or cancel deliveries without agent involvement, enhancing operational efficiency.
Jake Kanter, Vice President of Sales at Twilio, noted, “Delivery Hero’s use of Twilio shows how programmable communications can remove friction at critical moments.” The collaboration has not only improved delivery reliability but also reduced support tickets and operating costs, creating a seamless experience for riders, customers, and vendors worldwide.
